Requirements for Warranty Claim Documentation and Recordkeeping
The criteria herein will be the standard requirements for all warranty claims and will be the criteria used to perform “warranty review” and full warranty audits.
It is the dealership’s responsibility to maintain this documentation. Maserati North America may at any point ask for a copy of the repair order and any related documentation necessary to support a warranty claim. The repair order, along with the supporting documentation must contain a complete and accurate record of all work performed and must comply with the requirements outlined herein. Warranty documents such as repair orders and warranty claims are legal documents that can be used in a court of law.
The dealer must retain repair orders, time-keeping records, invoices, parts issue records, applicable authorizations, and any other related documentation in order to ensure that Maserati North America may substantiate any warranty claim you have submitted. These items must be kept for a period of three (3) years from the date of the repair or whatever additional period is required by Federal, State or Local regulations.
Each repair order must contain the following:
• Repair start date
• Repair end date
• Customer name, address and telephone number
• Vehicle Identification Number (VIN)
• Mileage in
• Mileage out (in the event the vehicle has been test driven, the mileage out should be more than the mileage in)
• Concern, cause and correction for each repair line
• Customer signature on the hard copy and the final invoice copy (an attached signature sheet is acceptable). If the repair order has multiple pages then the customer is to sign each page (hard copy and final invoice copy). The use of notations such as “Reference R.O. #12345” or “see R.O. #12345” as substitution of customer authorization of each page of a multi-page R.O. is not acceptable.
• All internal repair orders and repair orders for dealer stock units must be signed by the service manager(s)/director (all lines on an internal repair order and repair orders for dealer stock units are considered add-ons, and require service/director manager signatures, dates, and time of day).
